Q&A With Andy Pitre
Andy Petrie, senior product leader at HubSpot, answers questions about the platform's features, roadmap, and AI-driven customer support tools. The session covers product evolution and future directions for HubSpot's sales and service functionalities.
Andy, I would love for you to just start out, tell people a little bit about your, your journey through HubSpot and the product org and what your role is now. And then we will just open it up to questions.
Yeah, sounds good. Kyle, I didn't know you were having another kid, so congratulations. That was news to me as well. Five kids sounds like a lot, so good luck with that. But yeah, so, hello everybody. I'm excited to be here. This is my first time. My name is Andy Petrie and I lead all of the product managers and UXers and designers at HubSpot. So I think that's probably in the description somewhere of the session, but that's what I do here. HubSpot. Nice to meet everybody. And I've been at HubSpot for 15 years, which is a very long time. I joined in December 2009. That was when I originally joined HubSpot, when we were about like three years old. And my first job at HubSpot was not on the product team. It was actually on our customer success team, which back in the day we called the services team. And I'm having to like relearn to call it the Customer Success team because that's what it's called now, HubSpot. I still call it the services team team. And John Dick gets mad at me for that. So I'm trying to correct myself, but I joined the customer success team and I did. My first job was what today HubSpot would be called an onboarding specialist, who many of you have probably worked with when you, when you first purchased HubSpot. Back in the day, we called it IMC Inbound Marketing Consultant, because that was when HubSpot was just a marketing company. And actually when I joined HubSpot, we were basically like an SEO and content creation company. We had coined the term inbound marketing and that was, you know, that was what we sold. But that was before we did email, before we did marketing automation, way before we did CRM and anything else. So I basically taught people how to do search engine optimization. That was like my first job at HubSpot. And you know, I got into product management because, you know, I talk to customers, you know, eight hours a day, helping them get HubSpot set up. And through that process of working with customers every day on the product, I started to develop some opinions about what I thought the product should do. And I got insight into where customers were struggling with the product. And I basically would go in whatever free time I had during the day, I'd walk over to where the product team sat, which was like three rows of desks over from where I sat. And I would say, hey, here's all the problems that customers are having with HubSpot. Here's the features they'd like to see. Here's know, here's what I hear about on the phone with customers all day. And eventually the product team got sick of hearing from me and, you know, got sick of my complaining every day and said, okay, you know, we're just gonna, we're gonna make Andy a product manager to, you know, shut him up basically. And that was how I got into product management at HubSpot. That's obviously a slightly condensed version, but that's like more or less. More or less what happened. And then, you know, since I've worked on the product team, you know, when I joined, I think there were like four or five product managers. I was one of like four or five product managers. Now we have like 250ish product managers and, you know, 250ish designers. At the time, we had like five product managers and like zero designers. So we've come, we've come like a long way. But I've worked on, you know, I've worked on almost every part of HubSpot in one one way, shape or form since I, since I joined the product team. The first product I worked on was our SEO product. That was the thing that I was like, really passionate about. Then I took on SEO, social analytics. I took on contact management back when we were only a marketing company. And then because I own contact management and lists, when we were, you know, when we were only a marketing product, when we had this crazy idea that we should, we should see if we could get into the CRM space. I ended up becoming the product manager who made the most sense to work on HubSpot CRM when we were first launching it. And so I started working on HubSpot CRM back in 2014. I think that was, I think that was 2014. That's when we launched it and we started, we started. So we launched it in inbound 2014. We started working on it in February 2014. That was, so that was the, the Turnaround for, for HubSpot CRM. And then, and then, and so that, you know, that's definitely one of my favorite things that I've worked on since, you know, since, since being on the product team. But I've also worked on, you know, then I, then I worked on CRM Sales Hub Automation Reporting, helped launch Operations Hub and sort of, I've seen HubSpot evolve from very small, relatively small SEO app into the customer platform that we are today, which has been really cool and obviously growing a lot in my time at HubSpot. So I guess that's the short version of my history at HubSpot. And yeah, and I'm excited to be here. And I love HubSpot admins because obviously, if I ever left HubSpot and went to another company, I would obviously bring HubSpot to that other company. And then if I was working in another company with HubSpot, whatever my role was at the company, I would be the HubSpot admin setting up HubSpot for the company that I worked at. And so I love talking to HubSpot admins because you all know the product so well, even deeper than me in certain areas. And you guys are always coming up with, like, crazy new ways to use the product that we never thought about on the product team, which, you know, is. Which is mostly fun, sometimes, you know, sort of frustrating, but mostly really fun. And we get a ton of really great ideas from all of you that we incorporate into, you know, the product roadmap and what we build into the product. So, very excited to be here.
Yeah, thanks for that. And everyone. I thought it was important for Andy to share that because I. I think it's. It's easy to assume that someone in the product at Andy's level, the guy who oversees the entire product organization, is like an executive who flies at 35,000ft and sees the product from a distance. But Andy knows HubSpot and the way it's evolved better than most anyone else I can think of off the top of my head. So I think, Andy, all questions of your game. Yeah, I mean, obviously, yeah, all questions are fair game.
Kyle and Deanna and I were talking about this as some people were joining, but obviously I know the product pretty well, so all questions are fair game. I will do my best to answer every single question. But again, you guys are all HubSpot admins, so there might be some nooks and crannies of places in HubSpot that you actually know better than me. And so in any of those cases, if I can't give an answer, then we'll do our best to write that down and get back to you after the session today. And then the other thing is, I also reserve the right. I'm just going to say this out loud now. I also reserve the right to do what product managers do best, which is to turn your questions back on you and Turn this into me being able to get product feedback from everybody here today. So be careful for that. I call that. That's like the product manager mind trick. That's like the PM mind trick where somebody says, hey, what do you think about this feature? Feature inside of HubSpot? And I turned that around. I'm like, what do you think about this feature? So I reserve the right to do that today. You guys can. Can look out for all the times I do that.
So I will. Like we usually do at the end of these sessions, from the very beginning, I'm gonna manage this in the Q A. I will. I will work through questions most upvoted, the least upvoted. So if you want to jump in there now, everybody ask questions. We've already got 19, so I think there will be three Landy coming in over the course of this hour. Upvote ask. Another thing I want to mention. Andy tells me he's very much a cameras on kind of guy. He was in favor of all of you having your cameras on, but we didn't know how to make that happen and we weren't sure Bevy could handle it. So if at any point you would like to dig in deeper with Andy, ask follow up questions, share your use case, whatever it may be, go ahead and raise your hand. And that gives us the ability to bring you on. The raise your hand button is, I think for me, it's tucked away under the more button. Ah, there we go. Aaron, lots of people are raising their hands. Okay, you figured it out. It works. Okay. I didn't expect that right out the gate. Let me just hop into the questions. I will do what I said. And because there are 172 people in the room, we're going to do this in an orderly fashion. But Deanna, if you could keep an eye on the hands and bring people on as it seems reasonable, I trust you to do that. So Chris's question with 23 upvotes is the number one request I get from sales reps is access to their individual inbox in HubSpot. They want one tool to live in, and once they leave HubSpot to manage their email in outlook, we lose them. So any thoughts on having personal inboxes in HubSpot?
That's a good one. This is something we've talked about throughout the years, and I think that the short answer is, you know, I think that we want to bring more of sales reps inboxes into HubSpot over time. I do think that that's the direction that we want to go with, with Sales Hub. The couple things I think about, when I think about that experience is like one, you know, it's like we don't want to just, we don't necessarily want to just like recreate, you know, Outlook or gmail inside of HubSpot, right? Because there already is an Outlook, there already is a gmail, right? And then like, you know, you're going to end up in a world, you're going to have a bizarro version of that. You know what I mean? Like, living inside of HubSpot and the chances, like when you think about Gmail or Outlook, they're spending all of their time building a really good Inbox experience, we wouldn't have the same number of people, you know, I mean, like building out that inbox experience inside of HubSpot. And so, you know, there's a question of, like, if we're going to bring the inbox into HubSpot, what's the unique value that we're going to bring, you know what I mean? Like, into HubSpot so that we're not just trying to recreate an experience that already exists for, for users inside of HubSpot. You know, we've obviously also taken the approach of bringing HubSpot into the inbox, right? Like through the HubSpot extension inside of Gmail, through the HubSpot extension inside of Outlook. And there's, there's kind of like the way I think about it personally is like, whether you're working in HubSpot or whether you're working in Outlook, I just want to meet users like, where they are, right? Like, like one of my big things inside the product is like, I don't want to make people have to do extra work to do HubSpot, right? Like, the whole idea of HubSpot is that HubSpot should help you do like, less work than you would be doing otherwise. And that could be inside of the product experience or that could be inside of Outlook or gmail. So now, you know, if you think about bringing more of that inbox experience into HubSpot and you think about where we're going with, you know, the prospecting agent and the sales workspace and AI guided actions, you know, inside of Sales Hub. I also wonder about a future world where I'm not, I'm not even sure if users are going to use inboxes the same way that we use inboxes today. You know what I mean? Like, in the future if I look, you know, like several years out, you know, are people actually going to be going into their inboxes and like reading every single email and you know what I mean, like, and you know, marking things as unread and doing all the things that we do today in order to manage our inboxes, like email, know like task management, you know, systems, which is kind of how people think about their inboxes today. Or are we going to get to a world where, you know, whether it's the prospecting agent or the customer, the customer agent or you know, some, some sort of AI agent is actually reading your inbox for you, you know, pulling out the things that are interesting from your inbox, maybe even getting to the point where it can reply to a lot of things for you either with like minimal, you know, with, with minimal supervision or potentially even like no supervision. Some, some of the time, right. If some of the answers can just be like pretty straightforward and then creating for you, you know, like the tasks and the follow ups and the meeting preps and the information that you would need from your inbox. And so I think like the, the view, the future that I, I want to live in on the product side is a world where sales reps are primarily using, you know, the sales workspace and guided actions inside the sales workspace. The sales workspace is reading their inbox. The sales workspace is highlighting and making decisions about what they should be following up on and what they should be doing, you know, based on the information that's being pulled out of the inbox. And so I don't know if that's like a one to one inbox experience inside the pub spot, but I think that it achieves that same end that now I forget the name of the person that asked the question achieves that same. Sorry, what was it?
Chris.
Chris. Chris. I think, you know, I think that that gets to the same end, you know, that you're talking about where sales reps are primarily working out of the sales workspace. The sales workspace has access to their inbox. They're able to see the information from their inbox in the sales workspace. But I don't know that it's a one to one, you know, like one to one experience from what they're currently getting from their inbox.
Great. I love the running commentary in the chat if you can see it Andy. So people are definitely aligned with that. And some people have. Scott works with crusty old bankers and is not convinced they will ever leave their inbox. So Taylor's question, can we get super admins the ability to view and test Functionality for any paid seat in the hub.
Oh, that's a good question. Okay, question, question back. Do you mean like be able to basically like log in as that paid seat to be able to test the functionality or get access? Like, like what can give me a. Give me some, give me some follower.
If you want to raise your hand, we'd love to bring you up to talk about it more.
Yeah.
All right, here we go, Our first caller. Welcome to the show, Taylor.
All right.
Yep, we got you, Taylor.
Great. Yeah, so I was told actually to come specifically to this admin hug to speak to you about this off of a hug like a month and a half ago, so made sure to put it on the calendar. Yeah, the ability to essentially log in as a user would be fine, but you have to actually be able to build as that as well. Like, I understand you might have to put super admin seats behind some type of cap. Right. You can't maybe have one per hub or two, whatever it is that they pay for. But yes, being able to help a sales manager through making a sequence. Right. Or helping a service, a service rep with the chat flow, like something that they want help making a snippet. Just those, those types of things become tough if you don't have that seat assigned to yourself.
Yeah. And are you like in that world, Taylor? Is the. Is the implication of that, that like as a super admin, you know, you have a core seat to HubSpot and so therefore you don't have access to all of the, all of the paid tools that like the, you know, sales or service seat would have.
Correct, correct. So, like, for example, my company, we pay for sales enterprise, service pro, marketing enterprise and the CMS enterprise. And we haven't actually been pushed to the new seats change, but I know it's coming. Right. And I actually do have myself assigned as a sales enterprise seat. I really don't need to have one for what I do day in, day out, but I need to. To be able to help our sales team overcome hurdles.
Yeah, yeah, that makes a lot of sense. I mean, I think obviously the thing that we think about in for HubSpot is, you know, and again, I. But I don't worry about this too much, but just to say it out loud, like the thing that we worry about is like, we don't want to create a world where everybody's just like, great, I'm going to make everybody in HubSpot a super admin. And therefore, that's what I was saying.
You'Re going to have to cap It, Right. And if you want to get an extra access, maybe people pay for an additional super Admin license, whatever that looks like. Yeah, I understand that model for sure.
Yeah. But, but obviously. But the reason I don't worry about it too much is because like we don't see a ton of that like inside of, inside of the HubSpot user base. Like we don't see a ton of people like over gaming HubSpot, which is, which is great. So like that's not, that's not the only reason that we wouldn't do it. You know, the harder thing to do is to really get the like user impersonation, like really, really correct. And, and you know, so that you can like log in as that user. And obviously we had that in like some places. But like what are the things that you can't do today that you would like to be able.
So I don't think we would need necessarily user impersonation. I think you could do it by saying any, any paid seat in that hub. Right. So if you have a service seat that's a paid service proceed and you have a sales enterprise seat that's a paid seat, like I currently do, my super admin would be able to use all the functionality granted to those seats.
So if you're a super admin seat, like if it was a paid, if it was like a sales seat or a service seat or even if it was not.
Correct. If it was not. If it was not. So basically if you use any paywall functionality in your hub, your super admin should have access to that paywall functionality.
Yeah, Taylor, if I can hop in here, let me know if this represents kind of what you're getting at. Something I've heard a lot, Andy is with sequences specifically a lot of admin types or even marketers would love to be able to build sequences. Yes, the salesperson needs the ability to enroll and personalize the sequence. But it's not usually the frontline sales rep who is like writing those templates and putting them into a particular order with the automation cadences set and stuff. And so a super admin or marketer has to be assigned a sales seat to go in and create that stuff, even though they're never ever going to be the ones to send them.
Correct. And somebody put in the chat about like not being able to edit Playbooks and things of that nature. Right. Just stuff that, you know, maybe the salespeople or manager do not need to be doing their day to day, but you have to assign yourself a seat to do It.
All right, let me ask, let me ask like another, another follow up question.
Here.
Which is kind of, which is kind of like the obvious question, but I want to make sure I unders. I want to, I want to see if there's a, there's an answer. I kind of expect one answer, but I want to see if that's the only, if that's the only answer I get which is like what, what prevents you from, from buying like an extra paid seat, like an extra like you know, sales or service seat for the admin.
You know, it's, it's cost for a lot of times. Right. Especially because right. Technically right now there are workarounds where I can go and like flip a seat off and things like that. And also while we're on the topic of paid seats and cost, we have a seasonal model and so we actually staff up a seasonal service team that we need service Pro functionality for. But as soon as we onboard them in March, we then pay for it for the rest of the subscription term, which for us is in December, but we off board them in September. So you know, I don't know if there could be a monthly feature for paid seats, but right now we are taking up pretty good chunk of cost to cover seasonal employees.
Yeah. For season. So like more flexibility for like seasonal employees.
Yep.
Um, okay, this is. I don't have a, I don't have like a perfect answer for you. I don't know if we, if we're like working on anything in this, in this to, to solve for this right now, but I, but now I made a note to myself to follow up and, and have this discussion because again, obviously I want admins to be able to log into HubSpot, be able to do things on behalf of users, be able to set up sequences and Playbooks and all those other things. One thing that is that we're thinking about which kind of relates to this and Kyle was joking about this question probably coming up at some point today talking about breeze credits and overall credit usage inside of HubSpot is we're currently trying to figure out how we launch a credit model that goes side by side with the seat model. And one option that we think about is whether or not certain things. For example, the prospecting agent would be one of those examples where the prospecting agent is primarily monetized through credits. In that world, you know, there's less of a seat, you know, sort of like, like a, like a seat based pricing for the prospecting agent and the prospecting agent is, is monetized more on, you know, like how many, how many outreaches is it doing or how many meetings is it booking. Right. We're still kind of in the process of like figuring that out. The reason I like that model for what it's worth is because, you know, again, we don't have to put a gate on who can set up the prospecting agent in that world. We actually want, you know, everybody setting up the prospecting agent and everybody making the prospecting agent work really well. Because, you know, in the credit model, the, you know, the, the what gets monetized is like the value that the prospecting agent is delivering to the company in a very direct way. And so I think about that example. I know you didn't ask about the prospecting agent, you asked about sequences. But I'll say another thing here, which is like, in the future, you know, I imagine a world, you know, you know, a few years from now where I don't know that anybody's using sequences anymore. I think that people are using the prospecting agent instead of sequences. Right? Because the prospecting is sequen sequences, you know, just the time set of, of canned emails that you create. The prospecting agent is actually taking a lead, researching that lead, creating, you know, a personalized set of emails, you know, for, for that lead. And so I kind of imagine this world where sequences kind of becomes like a thing of the past. Like that's the old way that you used to like reach out to people. The prospecting agent that can do like live research and outreach becomes like the new way. And I think that as we move more and more to this, this, you know, new model of, you know, AI doing work for you rather than you setting up things yourself, more and more of that will end up getting monetized through credits rather than through, you know, just, just pure seats. And that will probably get you closer to a world that you're, that you're sort of describing now. And then the question I have left over from that is like, well, what are we doing in the short term? So it's obviously very easy for me to live in like the longer term, you know, like world that we're trying to get to as a company. And so I'll bring that question back, Taylor, to the team and see if I can get you like a more specific answer if there's anything that we're working on there for the, for the super admins.
Great. Yeah, no, just access to paid functionality. Any paid functionality. That would be amazing.
Awesome.
Thank you, Andy.
Okay. Love it.
All Right. Thanks, Taylor. Okay, sort of technical question from Josh. What was the reasoning behind the recent change to the merge behavior that results in a new record ID being created for the merged company? Rather than retaining the record ID of the primary record? Like many others, we rely on record ID as a stable, unique identifier, since it's designated to be just that. And this shift has introduced challenges, particularly with how we track and reference customer records internally.
That's a good, that's a good question. I don't know the answer to that specifically. I imagine if I'm thinking about how things are architected inside of HubSpot, I imagine that it was a technical decision that we made and probably has to do with the way that we're archiving records. In the background, I imagine is the reason that we made that decision. But obviously based on the question, that's like, created a problem for. Sorry, what was the name of the person that asked that was created a problem for Josh? Probably some other people in here as well.
15 upvotes.
Yeah, 15 upvotes. And so let me look into, Let me look into the record ID problem. One, Again, I don't know the answer to this question, but one of the things that goes through my mind is like, if I use the original record id, does it, does it, does it return. Does it end up returning the new record ID for the, for the merged companies? That's like one. I don't know. I don't know.
I'll be honest, I was not aware of this change. Even I cannot stand.
Josh says, yes, it does. Okay, if I, if I hit the API with the old record id, does it return, you know, the JSON for the new record id? Separate. Phil says there's a separate field that includes all prior record IDs that the API can reference. And then the. Yeah, and then Chad says, this was a major issue for syncing between systems. And Josh says, I don't know. All right, Josh, I don't have a. Again, I don't have a perfect answer for you on this one. This is like, pretty detailed. But let me. Again, this is another one where I can bring this back to the team and both get the answer to the question of why we decided to do that. But again, I'm sure that the answer is going to be some version of that was the technical decision that we made. But more importantly, I can bring back to the team the fact that this is causing problems for customers who have built systems to look up old, to look up record IDs that no longer produce the record IDs that they were that they were assuming that they were going to get because of the record ID changes.
And friends, I'll tell you, I will be exporting out the chat in the Q and A to share with Andy and the team afterwards. So if those of you that this has been causing problems for want to just detail some of those problems in the chat so we could have them documented where you're running into problems, what sort of problems you're having, that'll probably be helpful. Cool. Back to Q and A. Okay, let's see. Tobias says, what has been your favorite and least favorite product update of the past 12 months? I don't know if you have least favorites. Do you have least favorites?
I was going to say, I don't know if I can answer the least favorite product update. I'll think about that one for a second. I think my favorite update for the last 12 months and I'm cheating a little bit because it's more like a number of updates together. But I'm personally really excited by the customer agent. That's one of the things that we're working on right now that we released at Inbound and we've been making steady improvements to it since Inbound and now that I think is really game changing for HubSpot. So for anybody who hasn't used the customer agent yet, the first use case that we took on with the customer agent is a support use case. Basically the customer agent reads your knowledge base articles and then you can also feed it additional information through PDFs or by pointing it at URLs on the Internet or by writing, you know, sort of short snippets, you know, based on how you want the customer agent to be able to answer questions. And what we're currently seeing across the board is about like a 52% resolution rate on tickets that come in through the customer agent. So it's able to, you know, solve about half of the of the support tickets that come in through the customer agent, which is pretty cool. And that number started at like 15% and now we've gone up to like 52%.
So.
So we're continuing to make it better over time. And then we have some customers that are getting even higher than 50% resolution rates if they have really good documentation on all the questions that their customers answer. And I think that this is a great example of a way that AI is really making it possible for every company in the world to be able to have some version of 24. 7 support, which is pretty Cool. And then where we want to go with the customer agent, we also just launched the knowledge base agent. So now the customer agent, if it gets questions that it can't answer, will look at the responses that you're sending to those questions and then turn those into knowledge base articles. And then those two agents working together, you know, basically, you know, will improve the resolution rate of the customer agent and create knowledge base articles for you, which is like also pretty cool. And where we want to go with the customer agent is to also have the customer agent to be able to do sort of like inbound sales on your website. And it works, it works through chat, it works through email now as of Spring Spotlight, like a month ago. And then we're also working on it, having it work through voice as well. So you'll also eventually be able to have someone call into your company and be able to speak to the customer agent and get answers to questions via the customer agent. And we want to expand it from just being customer support to, you know, basically being like the whole customer life cycle so that, you know, you can also train it on your products and services and sales methodology and have it book meetings with sales reps for you and have it be able to, you know, even start to bring somebody through, you know, the beginning phases of a sales qualification process. Right, like, you know, like for, for all the inbound leads that are coming to your website. And so I think of all the things that we are, we're working on right now, that's probably the one I'm most excited about because I think it really represents a real different way of being able to think about how you service your customers and how you provide a much better customer experience with a customer agent that can answer half of your customers problems in real time. That's the thing I'm probably most excited about. What am I least excited about? That's a hard question. If there's anything I wasn't excited about, we probably wouldn't be working on it. That's kind of a tough question to answer. I don't know. I mean, even if I go into some of the really small things that we've worked on over the past year, all of those have been solving UI challenges for customers or making things slightly easier for customers. Even just the straight up, you know, sort of back end, you know, sort of speed and reliability work that we're always working on. Even though that's, that's something that, you know, I'm less involved in, it's kind of more, you know, the engineering team is figuring out how to make HubSpot faster and more scalable. You know, I'm still excited about those things because they still provide, like, a better customer experience for HubSpot customers. So I don't know if I can pick something I'm least excited about.
Makes sense.
Yeah.
Customer Agent, I think, is a really good example of why even us here, we HubSpot superfans need to pay close attention to what's happening. Because when Customer Agent was announced at Inbound, I was like, wait, isn't that just our AI Chatbot renamed and now, like six months later, it is one of the most incredible products HubSpot offers. It happened very rapidly, so it's pretty inspirational, really.
Yeah.
Okay. Aaron asks Conditional properties. Can they stay on the card when they are entered? Meaning you select yes from a dropdown. A conditional field pops open. You fill in the details, but it doesn't stay on the left side of the card. Seems clunky.
Oh, interesting. So you. So the field that stays on the card is the field that, like, initiates the conditional value. So you would say like, yes, and that would. And then you would get the additional fields. I'm making sure I understand this right. You would fill out those additional fields, but once you fill out those additional fields, you're just left with one property that says like, yes. Is that the. Is that the.
I believe that's. Yeah, I believe that's what she's saying. She's raised her hand.
Okay. Yeah. Is what I just described.
That.
What. The behavior that you. That you. That exists today.
Hi. That is. Hi, how are you? Yeah, that is 150% it. So we are working through a build right now, and it has a lot of conditional properties. And when. So I actually just put them on the actual card itself. But then I don't want the end user to get confused to say, oh, now I need to fill this out. Even though they don't, because it's not dependent on that original property. Does that make sense?
Yeah. So like, if you. I'll use like a silly example, but if like the conditional property was like, you know, if you were selling to bakeries and you were like, what type of baked goods do you sell? Right? And then you select cakes, then it's like, what kind of cake? You know, then it's like a bunch of questions about cakes. But if you say like, cookies, then it's like a bunch of questions about cookies. Right? And you. If I select cakes and then say, I sell chocolate cakes and vanilla cakes and strawberry cakes. Or, you know what I mean? Like, I don't know what the options would be, but whatever that would be, you would want those to stay on the card versus today. It would just say, do you sell cakes? Yes, I would fill out those properties. So that's good because you're getting that data inside of HubSpot, but then you're not able to reference them again unless.
You can't see them.
Unless you, like permanently add them to the record. But then again, if it's like cakes and there's like 15 sub options and cookies and there's like 15 sub options, you also don't want, like 30 sub options. You just want the sub options that are relevant to the. To the conditional property that you selected.
Yep, exactly.
All right, I'm gonna. I'll bring that. I will bring that back to the product team.
I think that makes you describe it that way. It, like, makes my heart sing. I get very excited about this stuff. Aaron, if you want to hang around for a minute, the next.
I was going to show you. So actually it was like this, right? And so like.
Yeah, show me. Yeah.
If I select yes, it has these two properties here. I've added them onto the card. But if. If I did card and I filled these out, they wouldn't show that they were filled in.
So wait, fill one. Fill one in right now. What does it do?
Are those.
Now?
Wow.
Well, yeah, because I had to add it to the card.
Right, right. Select.
Yes, we would see them. Because if I select no, it doesn't require me to fill those two out. But now the user might sit there and go, well, do I have to enter these two or. Yeah, right, right, right, right. And so if I select yes, then like, let's just pretend these weren't here and I fill these in, they disappear. And then you can't see that those were dependent fields that were submitted on the form.
Let me bring. I'm gonna bring. I'll bring that back to the CRM Cards team. Like the CRM, like sidebar cards team. I think that's a great. That's a great. I agree with you. I think that's a. That's the way. That's the way it kind of feels like it should work. Right? Yeah.
Yeah.
Okay, let me.
We're doing a playbook instead, which. It works, but that way they. The dependent fields are there and they. You know, the panel opens when you're doing it in a playbook, so it makes it a little less confusing for the end user to do it that way.
Yeah. I like that.
Yeah.
Aaron, while we've got you here, you also have the next most upvoted question if you want to ask about Multi Step forms.
Oh yes. So I love Multi Step forms. It was long awaited. I love that HubSpot finally came out with Multi Step Forms. Saved a lot of integrations with other form platforms and things like that. But like, I've run into a couple of issues with it and I've been on support multiple times. I'm like, am I doing something wrong? I feel like this functionality should be there. So if you have a form and you have a dependent, they fill out a property based on like who they are or what their question is. Maybe you want that form to auto submit. Currently you can't skip that step to go all the way to submit. It's. I don't know if that makes sense. Let me see.
Can you walk me, can you walk me through an example?
I think I have one. Oh yes, I do. So like we were creating our updated, our updated form for when a new customer comes in. So essentially if they are requesting a new account, they then have to go through step two, step three, step four. Right?
Yeah.
If they select Edit Existing Account, I couldn't have this skip to like, you know, a step over here.
Okay. They still go through all those steps with the, with the form fields like pre populated for them.
No.
I might have to record a video and send it to you.
Okay. Yeah.
But you know, there's, there's just limited functionality so I just chose for Edit Existing account. Then they have to enter this information. But from here I want the form to submit and I can't have the form submit here. I have to then skip this step. Skip this step. I don't want them to fill this out. But this is the workaround that I had was that they would scroll down, come to this step because I don't see an issue with them redoing their terms of acceptance here.
Sure.
But I don't want them to. Essentially I want them to fill this part out and then I want this to just submit and I can't do that the way it currently is. Does that make sense?
Yeah. Could you, if you, if you could record a video, that would be awesome. And again, I can bring this back to the forms team. It's possible the forms team is like already working on that. We just haven't gotten there yet. But I don't know that. I don't know that for sure. But this is, yeah, this is great. Great feedback and obviously, you know, for Us. The less the, you know, the faster somebody can get to submitting a form and not having to fill in information or, like, skip through different steps. Like, it's going to lead to a higher conversion rate, which is. Which is what we want. So I think that's a good. That's a solid feature request, for sure.
My guess is that they're working on it because anytime I'm like, please fix this. They usually do, but it takes a little bit of time. But I'll send you a video and the information.
Yeah, that's perfect. That'd be awesome. Thank you, Aaron.
Yeah, you bet.
Cool. Jerry asks, when will goals be included in the custom report builder rather than only being available as a single object to report on?
Oh, I don't. I mean, I don't know the. I don't know the exact answer to when. I can go and I can go and try to get that answer from the reporting team, but I want to use. I want to use a. This was Jerry that asked the question, is Jerry willing. Jerry, you willing to come on here? I'm going to use my PM mind trick. I want to ask Jerry, how do you. And it could also be somebody else if they. If they have the same question. I imagine people have the same question. I want to know. Like, I want. My question back is like, how do you want it to work? Because I can bring it. I can bring that to the. To the reporting team and, And. And have them. Have them work on that.
Note takers, maybe put some notes in the chat. Move on to another question.
Kyle, while you're on the Q and A, can you resort most upvoted? There's a couple that skip back up.
Okay.
And Taylor said. Taylor Reed says, look at my question about goals, Kyle. So apparently there's another goals question in there.
Oh, okay. Oh, well, we'll just bring Taylor on.
Bring Taylor on. Taylor, how do you want goals. How do you want goals to work in reporting?
So my. My use case is a little bit more specific maybe than the original question, but we've had HubSpot since 2017, and back then, our executive team really bought into HubSpot because they were able to see a snapshot of the business and how it was performing because we were able to essentially put our whole budget against it. Right now, with that only being applied to the sales seat, you can do a really, really crazy workaround right where I say, okay, anything that comes in through our inbound line that our CSRS handle, you know, mark that. Myself as a deal owner, I'll apply all of that goal budget to me and then we can see it, you know, against the line is tracking against. That sounds ridiculous. I just want. So we don't do that because it's false. Right. I want to be able to see who actually booked it and not wrongly mark the deal owner. So just having a way to use goals outside of needing a sales seat or to have the company budget applied there because it's really hard to see that tracking line to see how things are trending and make it usable for an executive team with the way it has now changed.
And so how are you in this world? How are you. Are you mentioned like the budget? Are you using goals to track the budget? Are you just using goals to track the revenue? The like revenue like target and then.
The revenue, the revenue target. So like let's say you know we had a hundred thousand for this week. Well great. My sales team booked 30,000 of that. But 70,000 came in inbound through CSRS. That 70,000 does not apply against the goal tracking because they don't use a sales seat.
I see.
They don't need sales functionality or anything that may have came in online or anything like that.
Yeah. So you're, so you're, you're. Again your, your question here is like how do you get the goals to work for those, for those non sales seats? Because goals is like behind a sales seat right now to be able to, to be able to, to take credit for that. You know that that revenue that's being generated by the non, the non.
